Joseph Gonzales
Customer Service Professional
Indianapolis,IN
Summary
Versatile Customer Service Manager with 22 years of experience in customer service, hospitality, food & beverage, sales & marketing. A combination of desire, focus, determination, knowledge, and energy enable the ability to deliver exceptional experience and service through collaboration, teamwork, productivity and accountability. Efficiently executing all tasks in a professional manner while maintaining a high level of service and quality. Goal oriented, developing and adapting to best serve family, community, and employer however possible . Authorized to work in the US for any employer.
Overview
24
24
years of professional experience
5
5
years of post-secondary education
Work History
Customer Care Representative
Lowes Home Improvement
Indianapolis, IN
08.2020 - Current
- Delivering effective, customer-centric support across multiple channels of communication while supporting all contact center programs.
- Navigating several computer systems simultaneously and multitasking efficiently in order to accurately input data while gathering necessary information to address customer inquiries.
- Listening attentively to customers in order to fully understand their needs, adapting in-moment and being resourceful to resolve problems.
- Utilizing available resources and strong judgment to determine best course of action and/or optimal solution while interacting with customers through any channel by which customers may choose to engage Lowe's.
- Determining and assisting with all customer needs, including: purchase needs, status inquiries, service needs, feedback on store experience, or general inquiries.
- Providing adequate information and explanation to customers regarding products, offerings, services, pricing information, and all other customer questions.
- Recognizing and acting on sales opportunities, including following up as necessary to ensure customer needs are met or to provide additional information after researching questions.
- Leveraging problem solving skills in order to resolve increasingly complex problems.
- Practicing continuous learning and self-development by remaining actively engaged in ongoing learning of Lowe's business and Contact Center resources in order to effectively carry out activities.
Food & Beverage Supervisor
Sodexo/Centerplate, Indiana Convention Center & Lucas Oil Stadium
Indianapolis, IN
05.2019 - 11.2021
- Ensured availability and exceptional quality of all beverages served on premises, consistent under Sodexo/Centerplate standards, as well as state codes and regulations.
- Managed inventory controls, cash management, POS systems, payroll, scheduling, training, and operational excellence through implementation and oversight of systems, policies, and employee training programs.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Effectively supervised and supported department employees within 50+ bars and portables, private lounges and clubs, 139 executive suites and other outlets where beverage service is available.
- Organized the preparation, set up, and teardown of all Food & Beverage events and functions hosted at Lucas Oil Stadium, including home game events for the Indianapolis Colts and Indy Eleven
Assistant General Manager
Mimi Blue Restaurants
Indianapolis, IN
09.2018 - 03.2019
- Managed operations with passion, integrity, and knowledge while promoting culture and values of Mimi Blue.
- Implemented new company policies and procedures by developing plans and instructing staff.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Provided daily direction and feedback to trainers and staff to achieve financial and structural goals.
- Consistently reviewing operations and staff to identify strengths and opportunities for improvement.
- Create positive guest experience by delivering high level of service, ensuring all staff are engaging to best understand needs and expectations of their customers and guests.
Food & Beverage Manager
Hawthorn's Golf & Country Club
Fishers, IN
04.2017 - 09.2018
- Continuously directed the oversight, operational management, and day-to-day operations of the Food & Beverage program to exceed standards and uphold guidelines as outlined by ownership and membership.
- Hired, trained, and lead staff on path to establish and preserve exceedingly high levels of customer service, product quality while complying with all health and safety regulations.
- Efficiently and effectively identified customer and member needs, with means and ability to respond proactively and productively.
- Executed, monitored, and managed inventory, facilities, finance budgeting/forecasting, scheduling, training, and menu development to ensure operational success
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Cross-trained in other kitchen positions to support staff and meet customer needs and demands.
General Manager
Carlo's Bakery, The Sweet Room
Uncasville, CT
09.2015 - 09.2016
- Successfully supervised and directed staff members between retail bakery and Sweet Room during and after grand opening of retail location inside Mohegan Sun Casino.
- Promoted to Co-GM within 6 months, maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Provided daily direction and feedback to trainers and staff to achieve financial and structural goals.
- Consistently reviewed operations and staff to identify strengths and opportunities for improvement
- Created positive guest experience by delivering high level of service, ensuring all staff are engaged focused, educated, and equipped to best understand needs and expectations of customers and guests.
- Directly responsible for all proper accounting, inventory, scheduling, training, operations, public relations, social media, and marketing.
- Developed and implemented strategies, working directly with Mohegan Sun Casino's Operations and Marketing teams to increase sales and profitability.
Dining Services Manager
Colorado Golf Club
Parker, CO
03.2013 - 04.2015
- Managed and maintained formal dining room, with catered atmosphere for exclusive members and their guests
- Directed and executed all F&B services, formal, exclusive and large-scale events including more than 125,000 spectators and club members attending the 2013 Solheim Cup
- Maintained and supervised all quick service outlets, including snack bar, beverage carts, and private event spaces
- Consistently established new ways to improve and adapt scheduling, staffing, organization, efficiency, and maintenance
- Responsible for all proper accounting, inventory systems, and member relations.
Education
Associate of Science - Computer Science
Arapahoe Community College
Littleton, CO 05.2004 - 05.2006
High school diploma - General Studies
Elizabeth High School
Elizabeth, CO 01.2001 - 05.2004
Skills
Account ManagementBudgetingForecastingManagementOperations ManagementOutside SalesPublic RelationsRestaurant ManagementCustomer ServiceTraining & DevelopmentSchedule ManagementPayroll ManagementMicrosoft OfficeWorkforce PlanningStrategic PlanningBartendingEvent PlanningProfit & LossP&L ManagementFinancial acumenAnalysis skillsEmployment & labor law
Development
Customer Relationship Management
First Call resolution
Professional telephone demeanor
Key holder experience
Retail materials management
Complaint resolution
Retail store support
Report preparation
Order fulfillment
Timeline
Customer Care Representative
Lowes Home Improvement
08.2020 - Current
Food & Beverage Supervisor
Sodexo/Centerplate, Indiana Convention Center & Lucas Oil Stadium
05.2019 - 11.2021
Assistant General Manager
Mimi Blue Restaurants
09.2018 - 03.2019
Food & Beverage Manager
Hawthorn's Golf & Country Club
04.2017 - 09.2018
General Manager
Carlo's Bakery, The Sweet Room
09.2015 - 09.2016
Dining Services Manager
Colorado Golf Club
03.2013 - 04.2015
Associate of Science - Computer Science
Arapahoe Community College
05.2004 - 05.2006
High school diploma - General Studies
Elizabeth High School
01.2001 - 05.2004